Merri-bek Customer Service Centres are now Communication Access Accredited

05 Sep 2025

Did you know that 1 in 5 people in Merri-bek have a disability?

People in our community communicate in many ways - some talk, some use sign language, and others use signs and symbols. To make sure everyone can access the support and information they need, Merri-bek City Council has achieved Communication Access Accreditation across all three of our Customer Service Centres.

The accreditation was awarded by Scope Australia, one of Australia's largest disability service providers, through its Communication Access program. This program helps create a world where people with communication difficulties can communicate successfully with everyone, everywhere.

To gain this accreditation, Council's customer service staff:

• Completed tailored communication training
• Helped develop communication boards for each Centre
• Were assessed by people with lived experience

The Communication Access Symbol is now proudly displayed at Coburg Civic Centre, Glenroy Customer Service, and Brunswick Town Hall. The symbol shows that:

• Our staff have positive and welcoming attitudes towards all customers.
• Staff can communicate successfully with people with communication difficulties
• Communication board is available to help people get their message across and understand what people are telling them.

Communication boards are available for use at our Customer Service Centres.

• The communication boards are designed to improve our interactions with customers attending our service centres who may have difficulty communicating.
• The boards include images of our most commonly raised queries, a keyboard so that customers can type their query if this is easier for them, and details of interpreter assistance if the difficulty involves a language barrier.

Accessible communication helps everyone. People from multicultural backgrounds, those with short-term speech difficulties, and anyone who appreciates clear communication will all benefit.

This achievement reflects Merri-bek City Council's ongoing dedication to accessible, inclusive, and equitable communication for everyone.